International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 6 Issue 4 July-August 2024 Submit your research before last 3 days of August to publish your research paper in the issue of July-August.
Submit Research Paper Join as a Reviewer

Plagiarism is checked by the leading plagiarism checker TurnItIn

Call for Paper

Volume 6 Issue 4
July-August 2024

Submit your research paper

Indexing Partners
Academia Advanced Sciences Index Bielefeld Academic Search Engine CiteSeer DRJI Google Scholar Independent Search Engine & Directory Network ISI (International Scientific Indexing) Issuu Mendeley Research Networks
RefSeek ResearcherId - Thomson Reuters ResearchGate Scirus Scribd Semantic Scholar UTeM - Universiti Teknikal Malaysia Melaka Wiki for Call for Papers WorldCat Zenodo

Exploring AI-Driven Customer Service: Evolution, Architectures, Opportunities, Challenges and Future Directions

Author(s) Sai Mounika Inavolu
Country United States
Abstract Customer experience plays a decisive role in determining the success of a business, directly impacting customer satisfaction, loyalty, and overall brand perception. In today's fiercely competitive business environment, organizations are increasingly turning to technology to bolster their customer service capabilities. Artificial intelligence (AI) has been transformative in this realm, offering innovative solutions to meet the ever-changing expectations of customers. AI-powered customer service is fundamentally transforming how businesses engage with their clientele by delivering efficient, personalized, and proactive support. This review presents a rigorous analysis of the impact of artificial intelligence (AI) on customer service. It delves into the historical evolution of AI and scrutinizes recent advancements in Natural Language Processing (NLP), machine learning, sentiment analysis, and robotic process automation (RPA). Furthermore, it investigates the incorporation of voice recognition, speech-to-text technologies, AI-driven customer feedback, and survey analysis, AI ethics and explainability, and real-time language translation, as well as the amalgamation of AI with Customer Relationship Management (CRM) systems. The key opportunities identified encompass enhancing efficiency and agent productivity, customizing customer interactions, providing proactive support, improving data collection and insights, and the potential for scalability with 24/7 availability. An array of AI-powered applications and frameworks, such as chatbots, virtual assistants, recommender systems, and predictive analytics, have been systematically evaluated. The implementation of AI-driven customer service, despite its promising benefits, presents numerous challenges. This paper explores impediments such as concerns related to data privacy and security, management of complex queries, preservation of human touch, mitigation of algorithmic bias, and the integration of AI with existing systems. The discussion also encompasses strategies aimed at harmonizing efficiency and personalization, as well as future considerations for enhancing the deployment of AI. The primary objective of this paper is to provide a starting point for creating a comprehensive understanding of AI-driven customer service for industry professionals and researchers seeking to harness AI to improve customer service experiences.
Keywords Artificial Intelligence, AI-Driven Customer Service, Computing Architecture, Machine Learning, Customer Relationship Management (CRM), Chatbots, Customer Experience (CX), Customer Satisfaction, Personalized Customer Interactions
Field Computer > Design
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-06-06
Cite This Exploring AI-Driven Customer Service: Evolution, Architectures, Opportunities, Challenges and Future Directions - Sai Mounika Inavolu - IJFMR Volume 6, Issue 3, May-June 2024. DOI 10.36948/ijfmr.2024.v06i03.22283
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.22283
Short DOI https://doi.org/gtxrkg
View / Download PDF File

Share this


E-ISSN 2582-2160
CrossRef

CrossRef DOI is assigned to each research paper published in our journal.

IJFMR DOI prefix is
10.36948/ijfmr

Downloads
Research Paper Format Copyright Permission Form and Undertaking Form Cover Page Vol 6 Isu 4 Cover Page Vol 6 Isu 3 Cover Page Vol 6 Isu 2

All research papers published on this website are licensed under Creative Commons Attribution-ShareAlike 4.0 International License, and all rights belong to their respective authors/researchers.

CC-BY-SA Open Access

About IJFMR
Fees & Payment
Current Issue
Publication Archive 		Submit Research Paper
Track Submission Status
Publication Guidelines
Publication Ethics
Peer Review & Plagiarism 		Join as a Reviewer
Editors & Reviewers
Reviewer Referral Program
Get Reviewer Membership Certi. 		Website/Journal Policies
Usage Policy
Content Policies
Privacy Policy
Contact Us +91-9898-5948-55 editor@ijfmr.com